Call Shadowing Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.

1. Expressed Empathy
2. Asked the customer a connection question
3. Free!
4. Exhibited the "Thankful" element of MIP
5. Deescalated upset customer
6. Representative asks customer a connection question
7. Authentication Successfully Completed/ Acknowledged
8. Provided self-service options (OLB/Mobile App/ATM)
9. "Can Do" statement used
10. Used Step-Up to Perform a High-risk Request
11. Completed a task without having to call another department
12. Exhibited the "Welcoming" element of MIP
13. Issued a replacement credit card
14. Recap what assistance has been provided at the end of the call
15. Repeated the customer's reason for calling
16. Made a payment
17. FCR